Client Relationship Manager

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Role Overview

The Client Relationship Manager (CRM) is responsible for managing and nurturing strategic

client relationships, ensuring high levels of customer satisfaction, driving account growth,

and acting as the primary point of contact between the client and internal delivery teams.

This role requires a blend of technical understanding, relationship management, and

business acumen.

Key Responsibilities

Account Ownership & Client Relationship

- Serve as the main point of contact for key clients, maintaining strong and long-term

relationships.

- Understand client business objectives, IT landscapes, and challenges to position

solutions effectively.

- Conduct regular review meetings, performance assessments, and strategic planning

discussions.

Service Delivery Oversight

- Collaborate with internal technical, delivery, and support teams to ensure timely and

high-quality service delivery.

- Track SLAs, delivery timelines, project milestones, and address deviations proactively.

- Escalation handling and ensuring issue resolution within expected timelines.

Business Growth & Upsell/Cross-sell

- Identify opportunities to expand service offerings within existing accounts.

- Work closely with the sales team to generate proposals, pricing, and contract renewals.

- Drive revenue retention and account growth targets.Planning & Reporting

- Maintain account plans, relationship maps, and periodic performance dashboards.

- Provide regular insights and feedback to leadership on client sentiment, risks, and

opportunities.

- Ensure adherence to compliance, governance, and contract obligations.

Required Skills & Qualifications

- Bachelor's degree in business, IT, or a related field (MBA preferred).

Three to eight years of experience in IT services, software solutions, or technology

consulting, including account management, client success, and relationship handling.

- Excellent communication, stakeholder management, and presentation skills.

- Ability to engage with mid–senior level client stakeholders.

- Problem-solving mindset with the ability to manage multiple priorities.

Key Attributes

- Customer-first mindset

- Collaborative and team-oriented

- High accountability and ownership

- Confident and proactive communication

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